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Stop Watch Customer Service Exercise

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Part of the video series: The Different Types of Customer Service

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Summary: Learn and practice a stop watch customer service exercise with expert training tips in this free online customer service training video clip.

Views: 688 | Tags: training, service, types, good, skills, communication, customer, relations, employees

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About the Expert

Pamela Unruh Pamela Unruh has been working in the customer service industry for nearly 20 years. She has a great deal of experience on the subject and has been a corporate... read more

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Video Transcript

Stop Watch Customer Service Exercise

Now we're going to discuss the types of customer service. I'm Pamela Unruh on behalf of Expert Village. Now when you do leave your customer on hold, again if you can check back with them every 30 seconds, that will be optimal because then the customer doesn't feel like they're just left out there and forgotten about. Now we're going into an interactive exercise right now and I'm going to ask for your help on this. We're going to demonstrate exactly how long just one minute is. It doesn't sound like a long time, does it? But put yourself in your customer's shoes. Now what I'm going to ask you to do is I'm going to ask you to close your eyes in just a moment, not just yet. But when you close your eyes, I'm going to hit the timer on my stopwatch and we're going to let an entire minute go by just with you out there not really knowing what's going on. Now if you feel like it, you can open your eyes if you think you've reached that minute, but let's just see how it feels doing that. Okay, go ahead and close your eyes. I'm going to start our minute now. Your cheesy hold music is coming in. Maybe even worse, no hold music at all. Still with me? Nope not yet, I saw you. Close your eyes. It's taking so long! Honey I think they forgot about me. I've got better things to do. Still not yet. Okay, that's your minute. Didn't it feel like a lot longer when you're just out there not knowing what's going on? Put yourself in your customer's shoes and the next time you put somebody on hold, just keep in mind they do feel like even if they're just waiting one minute, they're waiting a lot longer than that.

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